After 30 years war, as a country Sri Lanka has a great opportunity to develop tourism industry and there are lot of tourists visit to spend holidays in Sri Lanka from around the world. In tourism industry Hotels play a major role. Therefore the hotels should be provided excellent services quality for their customers. Services quality is considered substantial when it comes to define organizational success. The winning strategy is to deliver best services quality to customers. Today, need to improve services quality in Sri Lankan hotel industry have come under limelight due to stiff competition where hotels are trying to attain competitive advantage through the human factor. Excellent quality service not only results in a profit strategy but also it is energizing for employees to perform to their potential to meet challenges. By providing quality service, hotels can sustain customers’ confidence and gain competitive advantages over their competitors. This study studies the relationship between Services Quality and Customer Satisfaction in Sri Lankan hotel industry. In this research paper, quantitative methods were used. The data were collected through questionnaire which contained five point likert scale Statements. Results of different correlations, T-test and hypotheses testing revealed a great deal of existing services with customer satisfaction. In order to generate the results employed confirmatory factor analysis by using Smart PLS. Mainly courtesy of attendants, comfort in guestroom, cleanliness and environment of hotel have played vital role in creating serenity and subsequent contentment among customers. This study confirms direct relationship between Service Quality and customer satisfaction. It seems judicious to believe that understanding of customer satisfaction role is extremely significant as it appears key factor in the success of modern organization specially hotels. Index Terms- Customer Satisfaction, Hotel Industry and Service Quality Show
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AbstractPurpose – The aim of this research was to investigate the relationship between service quality and customer satisfaction in one of the sectors of hospitality industry, which is hotel. It also sought to examine whether the customer satisfaction that has been achieved is able to stimulate some behavioural intentions to be realizable. Design – Four dimensions of service quality were identified as having the potentials to influence customer satisfaction: employee behaviour, room amenities, physical evidence and food quality. Methodology – The questionnaire was adopted and adapted from the past studies. The questionnaires were administered to customers in two hotels located in suburban areas. A total of 275 returned questionnaires were analysed by using multiple regression analysis to test for the impact of service quality on customer satisfaction. Approach – The results showed that food quality produced the greatest influence on customer satisfaction, followed by employee behaviour and room amenities. Originality – This study indicates that service quality is important because it can lead to increased customer satisfaction, and it can also stimulate positive behavioural intentions to be realizable. The results imply that hotel operators and decision makers in the hotel sector should seek to improve the attributes of service quality as they have the potentials to magnify contributions on customer satisfaction. Suggested Citation Handle: RePEc:tho:journl:v:25:y:2019:n:1:p:121-140 Download full text from publisherCitationsCitations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
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What is the relationship between service quality and guest satisfaction in a hotel industry?In hotel industry, as service has direct interaction with customers, that is why customer satisfaction can be a replication of service quality in hotels. The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication.
Why is service quality and customer satisfaction important in hospitality industry?Customer satisfaction plays a vital role in the profit- ability of a business as it leads to repeat business and customer loyalty in the long run (Anderson et al., 1994). Quality and customer satisfaction thus remain a significant source of competitive advantage for tourism and hospi- tality businesses.
What is the difference between service quality and customer satisfaction?In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997).
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Relationship between service quality and customer satisfaction in hotel industry
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